If your agency had to lower call center costs and achieve higher constituent satisfactions levels, how would you accomplish this transformation? At Convergys, we base every contact center assessment and transformation on three elements:

1. Proprietary data collection tools and complete, three-dimensional analysis methods
2. Our rich benchmarking data
3. Deeply skilled management consultants with operational expertise

Guided by experience, we apply these elements to your contact center processes, operations, facilities and technology to meet agency mandates.

Is your agency challenged to handle increasing numbers of inquiries from citizens and other stakeholders while acting to reduce costs? Constituent call containment can be improved by employing carefully designed automated phone applications.

We provide state-of-the-art Speech Solutions as well as many best practices and proprietary tools that enable agencies to achieve greater constituent satisfaction while simultaneously decreasing costs.

How does your agency know what your constituents and other stakeholders think about the quality of service you provide? At Convergys, we have call center intelligence tools and experience to accurately measure and insightfully analyze your constituent's level of satisfaction.

We use caller interaction intelligence tools to help your agency improve its ability to:

• Listen to and learn from your constituents
• Improve service delivery
• Ensure higher levels of satisfaction

Does your agency know how to mine additional value from what you already know about your constituents and other stakeholders? Our Customer Intelligence Services shows agencies how to acquire and put to use actionable constituent and mission related intelligence.

At Convergys, we enable agencies like yours to take innovative steps toward increasing citizen satisfaction and stakeholder loyalty based on this intelligence. We offer solutions and creative program designs that take full advantage of your agency's multi-channel communications environment.

Is your agency making the most efficient use of its contact center agents? At Convergys, we have learned the essential importance of appropriately aligning and deploying the contact center workforce to achieve higher service quality and operational efficiency.

We combine effective workforce planning and scheduling processes with sophisticated tools to:

• Forecast call volume
• Ensure that your call center can handle changing workloads
• Avoid overstaffing or understaffing

You consistently aim to improve what you offer your constituents, but what about improving your agency itself? We provide capabilities that help your agency meet its business and mission objectives – which in itself is the end goal of serving your constituents.

Our Consulting and Services practice has been built upon decades of operational excellence in customer care, billing and workforce management. We leverage our proven process knowledge, real-world operational and technical skills, and extensive analytical capabilities to help your agency meet or exceed its mission.